Bilingual Customer Service Representative, Student Advisor

Summary

Join our fast-growing US-based K12 education company as a remote Customer Service Representative (Student Advisor) based in Malaysia! This full-time contract position requires fluency in English and Mandarin. You will provide course consultations, proactive outreach to leads, and excellent customer service to US customers. The ideal candidate possesses strong communication skills, customer service experience (preferably in education), and proficiency in CRM software. Flexibility to accommodate varying US business hours is preferred. This role is crucial in supporting our learners and improving our services.

Requirements

• Be bilingual—fluent in both English and Mandarin (both spoken and written)
• Have previous experience in customer service or a similar role, preferably in the education sector
• Possess excellent communication, interpersonal, and customer service skills
• Be able to work independently, manage time effectively, and meet deadlines
• Be proficient in using customer relationship management (CRM) software and other relevant computer applications
• Have a positive attitude, patience, and a customer-oriented approach
• Be able to handle and resolve conflicts in a professional and positive manner
• This is a full-time contract position requiring 40 hours per week

Responsibilities

• Serve as the first point of contact for our users, addressing their inquiries, providing information about our courses, and resolving any issues they may encounter
• Proactively contact potential customers from our user leads list, offering detailed course consultations and assisting them in making informed decisions about their educational journey
• Maintain strong relationships with current customers by providing excellent service and support, responding swiftly and professionally to any queries or concerns
• Maintain accurate and detailed customer records, tracking all interactions, transactions, comments, and complaints
• Collaborate with the team to communicate feedback from customers and help improve our products and services
• Stay updated on our course offerings, pricing, and policies to provide accurate information to customers
• Participating periodically training webinar to learn about educational info and our product to perfect professionalism

Preferred Qualifications

It's NOT required to work purely during U.S. business hours, but better to be flexible to accommodate hour shifts

Benefits

Remote work (Work from home in Malaysia)